Die impak van dienskwaliteit, kliënteretensie en werknemersretensie op die markaandeel en winsgewendheid van 'n finansiële instelling
- Authors: Seaman, Christiaan Hendrik Jakobus
- Date: 2015-03-02
- Subjects: Consumer satisfaction , Financial institutions - Quality control , Financial institutions - Customer services , Financial institutions - Employees , Job satisfaction , Employee motivation , Customer services - Quality control
- Type: Thesis
- Identifier: uj:13404 , http://hdl.handle.net/10210/13413
- Description: D.Com. (Marketing Management) , The size of South Africa's banking industry grew from R398 billion in 1995 to R471 billion in 1996 while banking transactions totalled R58 634 billion during 1996. Like most other service companies, the banking industry also experiences customer turnover. During the period March 1995 to February 1996 customer switch, which refers to the closing of an account at one institution and the opening of a new account at another institution, by clients of all banks amounted to 4,9 percent. Mutual interaction between a service provider and a client is a very important determinant of customer satisfaction with a service. It is therefore important for the company to focus on the retention of customers because it is more profitable to retain a customer rather than recruiting new customers. Customer switching can damage the future stream of income of a company. The loss of a customer therefore, is not only one transaction, the company looses a life long stream of income. Customer satisfaction therefore influences the primary source of future income of most companies directly. Quality service is of utmost importance for the success and survival of companies in today's competitive environment. To be successful it is necessary for each department within the company to operate effectively and to be client orientated. Companies believe that they will be more profitable if a marketing orientation is established within the company. Employees must therefore, understand their role in the total service chain. A client's perception of a service becomes reality when he/she experiences the service during a service encounter where interaction between the customer and the company takes place with the employee as intermediary.
- Full Text:
Challenges when implementing a BEE deal at a South African financial institution
- Authors: Shange, Thulani Brian
- Date: 2012-10-30
- Subjects: Black Economic Empowerment (Program : South Africa) , Affirmative action programs , Personnel management , Financial institutions - Employees
- Type: Mini-Dissertation
- Identifier: uj:10483 , http://hdl.handle.net/10210/7980
- Description: M.Comm. , Black economic empowerment (BEE) is one of many policies the South African government introduced when South Africa became a democratic nation. This was in response to the inequalities caused by apartheid policies that were enforced by the previous government. This paper provides the origins and background of BEE as well as the objective of this policy. The different forms that BEE has undertaken over the years are highlighted, along with some of the financing mechanisms adopted. Insight is provided into the challenges encountered in implementing a BEE transaction by a South African financial institution. The study investigates if the BEE transaction applied addressed the challenges inherent in most BEE transactions prior to it. The BEE regulatory framework is analysed. The study concludes with a discussion on recommendations for future BEE transactions based on a model, which contains certain elements that must be considered in any BEE transaction upon implementation.
- Full Text:
Factors that contribute to the motivation of Call Centre staff within a financial institution
- Authors: Waldeck, Margaux
- Date: 2012-10-25
- Subjects: Financial institutions - Employees , Employee motivation , Call centre agents
- Type: Mini-Dissertation
- Identifier: uj:10443 , http://hdl.handle.net/10210/7909
- Description: M.Comm. (Business Management) , The general purpose of this study is to determine the factors that lead to the motivation of Call Centre staff within a financial institution. This research is conducted in an effort to build upon the current knowledge base on the subject of motivation. The research describes the different models of motivation, and how these models can be applied to a new, younger generation of Call Centre agents. The presentation and discussion of the framework allow for a meaningful interpretation of the research conducted. An understanding of how to motivate Call Centre Agents will address the gaps that currently exist in the literature, and provide an educated link between theory and practice. The research conducted in this dissertation is qualitative and consists of in-depth interviews within the Internet banking Call Centre teams within a financial institution. The sample consisted of 40 agents in an Internet Banking Call Centre. The findings revealed that the factors most highly associated with increased levels of motivation were a strong identification with the organisation, the frequency and method of training and communication that took place in the Call Centre, and an organisation‟s ability to grow its employees displaying a strong predictor for increased job satisfaction and turnover intentions. A rejuvenation model is introduced, allowing for the identification of root cause analysis from the customer queries. Agents would make up part of the project teams that would manage the project and make improvements. A continual cycle of problem identification and resolution should lead to an increased learning opportunity for agents, as well as increased benefits for the organisation. These benefits would be realised in terms of increased staff retention due to the increased levels of motivation, improved customer service and an improved, proactive Call Centre, which could be the leader in service delivery.
- Full Text: